Universal Credit concerns

Alice_Holt

https://www.theguardian.com/society/2018/jul/22/universal-credit-it-system-broken-service-centre-whistleblowers-say

"Universal credit is so riddled with design flaws and process faults that it is practically guaranteed to generate mistakes and delays that would push vulnerable benefit claimants into hardship, according to whistleblowers............One said: “The IT system on which universal credit is built is so fundamentally broken and poorly designed that it guarantees severe problems with claims.. He said the system was overcomplex and prone to errors that affected payments and often proved slow to correct. “In practical terms, it is not working the way it was intended and it is having an actively harmful effect on a huge number of claimants.”

Ames

Even Anna Soubry on The Last Leg was saying there were serious problems with it. I think any hope for change all comes down to whether or not someone's prepared to take the flak and embarrassment of saying 'we messed up and we're going to put it right'. Every time a new problem hits the news it seems that's going to happen, but it never does. They just stick by the 'it's working fine, no problems, sticking my fingers in my ears now so I can't hear your questions, la la la la'.

w06

When i opened my claim it had been full service here for I think 4 months and the poor lady in the job centre had a real fight with the system to get my housing costs entered correctly (its a bog standard private tenancy). The questions they're (the advisor checking paperwork) asked to answer yes or no to, which determine whether housing costs are paid or not, are as clear as mud.

It was only when my first payment was missing housing costs that it was clear one of those obtuse questions hadn't been ticked correctly - thankfully sorted within 48 hours by someone in Blackpool via the journal.

Policy and inequity aside It is a very poorly designed system from a software point of view

Alice_Holt

w06 wrote: »

It is a very poorly designed system from a software point of view

I seem to recall that the recent FAO report put the administrative cost of an universal credit claim at £699 per case (against the target of £173).

w06

it's ridiculous isn't it.

As i think i've said a few times on here, i do like the way the journal's there and communication does happen through it, for me (computer savy and profoundly deaf) that's a huge improvement, for others it wouldn't be though.

There are some good ideas in Universal Credit but p**s up and brewery spring to mind for how it's been implemented. Classic issue was my not being able to progress my claim because although I'd done everything online and confirmed my id on line, I personally coulnd't make the initial phone call (just to book the paperwork appt), they couldn't deal with text relay (which admittedly i hate too so may have been both sides struggling) wouldn't speak to the person who is on my DWP records as my carer - but now lives the other side of the country for work and so we weren't in the same room and wouldn't speak to my neighbour because they weren't my carer. They even tried to tell the kind lady in the job centre who made the call for me that she couldn't book the appointment for me either!

Ames

Someone on here posted a while back that the people designing the software weren't actually told what it needed to do. I think they said they got each bit at a time, which meant they had to go back and change what they'd already done.

There are some good ideas in UC, but there are a lot of problems, both intentional and accidental.

w06

as someone who designs software (it wasn't me that posted that tho) that's certainly how it appears

always makes me chuckle when I log in it asks for feedback on the beta version, but there's no link to provide feedback that i can see

[Deleted User]

I said right from the start that UC would never work in the way it was intended, sadly I have been proven correct, just a dam shame that so many people are suffering.

jasonwatkins

UC absolutely terrifies me. I've recently received my ES50 form for my third WCA assessment and i'm expecting to have to apply for UC when they find me fit for work because we're in a UC area.

I just can't shake this thought that i'm potentially going to be without any income at all for god knows how long.

Alice_Holt

jasonwatkins wrote: »

UC absolutely terrifies me. I've recently received my ES50 form for my third WCA assessment and i'm expecting to have to apply for UC when they find me fit for work because we're in a UC area.

I just can't shake this thought that i'm potentially going to be without any income at all for god knows how long.

If you are refused ESA, and think that decision is wrong - then you can appeal the decision and have your ESA resumed pending a hearing date.

See https://forums.moneysavingexpert.com/discussion/comment/74540754#Comment_74540754
(and subsequent posts).

Ames

venison wrote: »

I said right from the start that UC would never work in the way it was intended, sadly I have been proven correct, just a dam shame that so many people are suffering.

You've got more faith in the DWP than me - I'm not sure that anyone there or in government ever had any clue how it was intended to work!